Services Renewals Advisor

Summary

The primary function of this role is to manage and take ownership of the Western Canadian maintenance contract base as each agreement approaches expiry. You are responsible for renewing each service agreement from 90 days pre-expiry until 30 days after expiry. The position will be based in the Langley Office and infrequent travel may be required.

Having a passion to reach out proactively to each customer and deliver results that achieve and surpass contract loss targets is essential to being successful in this role.

The Ideal Fit (Job Competency)

• Highly organized
• Self-driven
• Sales & negotiation skills
• Relationship builder
• Excellent communication skills
• Accountability and Dependability
• Time Management
• High organizational skills
• Ability to be frank when required
• Problem Solving
• Dogged determination
• Decision making and judgement
• Personable
• Multi-tasking
• Creating, developing, and enhancing customer relationships
• Ability to work with others
• Ability to close business
• Team player

What You’ll Do – The Role (Responsibilities)

• Organize upcoming renewals and engage the customers via telephone and email when renewals are 90 days from expiry until 30 days after expiry with the primary objective of obtaining a renewed contract
• Manage and facilitate the renewal of all existing contracts in the given territory with the aim of meeting maximum loss rate goals
• Review existing contracts (renewals) for profitability levels and past service efficiencies
• Reprice contracts (renewals) to maintain both profitability and competitiveness
• Offer upgrades, time extensions and service add-ons to maximize to increase our revenue levels
• Complete initial phone calls with existing customers to confirm contact information, special site requirements and gauge customer feedback to determine the level of renewal efforts that will be required
• Work in CRM and enter accurate information. Close off all renewals promptly and mark as won/lost or other
• Work with reluctant customers and their potential objections to adapt, improvise and overcome until the renewal effort is successful
• Maintain constant and continual contact with customers until a renewal is either accepted, rejected or requiring outside sales help
• Accurate and detailed renewal tracking, follow-ups and reporting
• Keep monthly renewal trackers up to date and organized
• Engage and work with outside sales team and Service Managers when renewal efforts are failing or customer expresses high dissatisfaction
• Assist the Company in developing stronger relationships with our customers and suppliers
• Provide improvement recommendations from customer feedback to Management
• Work with and provide leads to Service Agreement Specialists when new opportunities are uncovered in the renewal process
• Reach out to and engage Service Managers and or Techs when additional information is required and when their input can help with the renewal efforts and successes
• Other tasks and responsibilities as may be required from time to time consistent with the growth and development of the organization and the position.

What You Need (Requirement)

• Minimum 3 years of successful experience in a related or similar industry preferred
• Thorough understanding of Customer satisfaction requirements
• Electrical and mechanical aptitude and/or employment background is considered an asset.
• Excellent working knowledge of Microsoft Office Suite and CRM Software.
• In the case of a power outage or declared State of Emergency by any level of Government, be available for work.
• Present a professional image to the Company’s customers and suppliers maintaining the highest ethical standard of conduct.
• Excellent interpersonal and customer service skills.
• Ability to build and maintain lasting relationships with our customers and suppliers.
• Experience using sales tracking software preferred.
• Time management, accountability, and dependability.
• Excellent problem solving, negotiation, and decision-making skills
• Excellent organizational skills with strong multi-tasking capabilities.
• The ability to professionally handle sales rejection required.
• A general understanding of internal combustion engines and electricity
• Experience in the generator industry would be an asset

Working Conditions

• Manual dexterity is required to use desktop computer and peripherals.
• Overtime as required.
• Lifting or moving up to 30lbs may be required.